Remote Retention & Customer Success Specialist

ADT; Irving (TX); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) matching

Paid time off

Tuition reimbursement

Employee referral bonuses

Career growth

Job summary

ADT is seeking a Retention and Customer Service Representative in Irving, TX. You will handle high-volume calls to retain customers, act as an expert problem-solver, and upsell where appropriate to protect long-term business relationships.

The role begins onsite during training, then transitions to a fully remote position after graduation, requiring strong communication, contract-interpretation, and multi-tasking across 10+ tools. Training emphasizes product knowledge and de-escalation skills.

Qualifications

• 2+ years in sales or customer retention
• Strong ability to upsell while reducing frustration
• Ability to interpret contracts and communicate terms clearly
• Comfort with multi-tasking across multiple tools (10+)

Responsibilities

• Handle high-volume calls from customers wanting to cancel or renegotiate services
• Identify opportunities to retain customers and upsell where appropriate
• Provide exceptional customer experience to build loyalty and reduce escalations
• Navigate objections with de-escalation and negotiation to protect long-term business

Skills

Sales

Customer retention

Customer experience

Loyalty retention

Contract interpretation

Quick calculations

Active listening

Negotiation

Education

High school diploma or equivalent

Job description

ADT is seeking a Retention and Customer Service Representative in Irving, TX. You will handle high-volume calls to retain customers, act as an expert problem-solver, and upsell where appropriate to protect long-term business relationships.

The role begins onsite during training, then transitions to a fully remote position after graduation, requiring strong communication, contract-interpretation, and multi-tasking across 10+ tools. Training emphasizes product knowledge and de-escalation skills.